Genesys Launches G-Nine CX Framework

Genesys on Monday introduced G-Nine as the innovation framework underlying all of its product offerings.

“Think of G-Nine as the Genesys innovation framework that guides many aspects of our business — product strategy being one of those,” said Genesys CMO Merijn te Booij.

“Within the G-Nine innovation framework, we have defined our themes related to technology and consumer trends that we’ll focus on in the next two years,” he told CRM Buyer.

Among G-Nine’s initial capabilities:

Smart App Automation, with more than 80 predefined micro-applications for voice and digital self-service;

Asynchronous messaging, through Genesys Hub, in often-used channels such as Facebook Messenger Slack, Skype and WeChat;

Next-generation engagement, which extends the customer experience into the Internet of Things to determine in real time the best course of action given user context, resource availability, customer profile and business attributes;

Bring-Your-Own Bot, which lets corporations bring their own bots, such as those powered by IBM Watson, to the Genesys customer experience platform; and

Kate, which is customer service-specific artificial intelligence in a personified AI ecosystem.

“Depending upon the platform, some capabilities, like smart app automation and asynchronous messaging, are currently available to customers,” te Booij said. “Others will be rolled out in the coming months.”

Extending Genesys to Users’ Current Systems

Kate brings together the capabilities of blended AI, such as using Salesforce Einstein for CRM and IBM Watson for big data. It has its own micro apps and natural language understanding.

The capabilities of the bots customers choose to bring in will blend seamlessly with native Genesys AI and machine learning systems to offer a deeper understanding of customer interactions across channels, te Booij noted.

“The Genesys platform is extremely open, so it can be extended to any AI or machine learning-based bot,” he added.

Next-generation engagement, which aims to extend the customer experience into the IoT, can be used “to bring in contextual IoT data to help with the customer experience,” Wang told CRM Buyer.

The advantage of next-generation engagement “is in the digital channels blended back to traditional ones,” he suggested. “Think chatbots, virtual assistance and contact centers.”

On the other hand, “it’s not completely clear how much G-Nine is a suite of offerings versus a development toolkit,” said Rebecca Wettemann, VP of research at Nucleus Research.

“It will be interring to see how G-Nine innovations can be plucked and integrated from Genesys to other platforms,” she told CRM Buyer.

Plugging in the AI Stuff

“AI and virtual assistants are all the rage in the customer experience, and Genesys is no exception,” Wettemann remarked.

Genesys last year completed the acquisition of Interactive Intelligence, and this “both gave Genesys a modern cloud platform and a customer base that was already innovating at cloud pace,” she noted.

AI needs seven key components in order to work, according to Constellation’s Wang. It requires lots of data; compute power; great math talent and algorithms; time compression; domain expertise; great interactive UX-like chat, vision and speech; and a good recommendation engine.

“Genesys is providing the algorithms and leveraging the data in the contact center and knowledge repositories,” Wang said.

Kate “is a good start, but it needs much work. It’s more advanced than Cortana but not as good as TensorFlow,” he observed.

“Given the flurry of AI and intelligent agent announcements in the field over the past few quarters,” said Wettemann, “Genesys will have to show both technically and from a time-to-value perspective how Kate — and the other new innovations — deliver, compared with the competition.”

“Think of G-Nine as the Genesys innovation framework that guides many aspects of our business — product strategy being one of those,” said Genesys CMO Merijn te Booij.

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Did you know ?

The Internet is the global system of interconnected computer networks that use the Internet protocol suite (TCP/IP) to link devices worldwide.

Approximately 3.2 billion people use the internet. Out of this, 1.7 billion of internet users are Asians. In fact, it is estimated that approximately 200 billion emails and 3 billion Google search would have to wait if the internet goes down for a day.

30,000 websites are hacked every day. Highly effective computer software programs are used by cybercriminals to automatically detect vulnerable websites which can be hacked easily.

First webcam was created at the University Of Cambridge to monitor the Trojan coffee pot. A live 128×128 grayscale picture of the state of the coffee pot was provided as the video feed.

Internet sends approximately 204 million emails per minute and 70% of all the mails sent are spam. 2 billion electrons are required to produce a single email.

First tweet was done on 21st March, 2006 by Jack Dorsey and the first YouTube video to be uploaded was “Meet At Zoo” at 8:27 p.m. on Saturday, April 23, 2005 by Jawed Karim.

The majority of internet traffic is not generated by humans, but by bots and malware. According to a recent study conducted by Incapsula, 61.5% or nearly two-thirds of all the website traffic is caused by Internet bots.

In 2005, broadband internet had a maximum speed of 2 Megabits per second. Today, 100Mbps download speeds are available in many parts of the country. But experts warn that science has reached its limit and fiber optics can take no more data.

The first spam email was sent in 1978 over ARPNET by a guy named Gary Thuerk. He was selling computers.

Online shoppers can buy cars, clothes and millions of other things with the click of a button and figurative swipe of a credit card. In fact, U.S. consumers spend $1,200-$1,300 per year online, but that number will increase by 44%, to $1,738, by 2016. In that year, ecommerce sales are expected to hit $327 billion.

By 2016 the total transaction value of mobile payments in the U.S. hit $62.24 billion. The user base is still relatively small, with only 7.9 million users in 2012. Usage should grow during the next few years to over 50 million mobile payment users by 2017.

51% of people who did not complete a purchase on a mobile device stopped because they did not feel comfortable entering their credit card details

81 percent of people research online before buying it either offline or online.

Only 60 percent of people use search engines to search the products, the rest 40 percent directly land on the ecommerce portals or have direct links

An average online shopper visits the target platform at least 3 times before finalizing the product.

33 percent of online sales take place after 6PM, likely due to the fact that people get back from offices around then, giving them some private time to think of themselves and their needs.